Reference no: EM132823078
THE HOTEL PARIS CASE
The Hotel Paris's competitive strategy is "To use superior guest service to differentiate the Hotel Paris properties, and to thereby increase the length of stay and return rate of guests, and thus boost revenues and profitability." HR manager Lisa Cruz must know formulate functional policies and activities that support this competitive strategy by eliciting the required employee behaviors and competencies.
One thing that concerned Lisa Cruz was the fact that the Hotel Paris's hotel managers varied widely in their interviewing and hiring skills. Some were quite effective, most were not. Furthermore, the company did not have a formal employment interview training program, nor, for that matter, did it have standardized interview packages that hotel managers around the world could use.
As an experienced HR Professional, Lisa knew that company's new testing pogram would go only so far. She knew that, at best, employment tests explained perhaps 30% of employee performance. It was essential that she and her team design a package of interviews that her hotel managers could use to assess -on an intaractive and personel basis-candidates for various positions. It was only in that way that the hotel coul hire the sorts of employees whose competencies and behaviors would translate into the kinds of outcomes-such as improved guest services- that the hotel required to achieve its strategic goals.
Lisa receives budgetary approval to design a new employee interview budgetary approval to design a new employee interview system. She and her team start by reviewing the job descriptions and job specifications for the positions of front-desk clerk, assistant manager, security guard, valet/door person, and housekeeper. Focusing on developing structured interviews for each position, the team sets about devising interview questions. For example, for the front-desk clerk and assistant manager, they formulate several behavioral questions, including: "Tell me about a time when you had to deal with an irate person, and what you did." And, Tell me about a time when you had to deal with several conflicting demands at once, such as having to study for several final exams while at the same time having to work. How did you handle the situation?" They also developed a number of situational questions, including, "Suppose you have a very pushy incoming guest who insists on being checked in at once, while at the same time you're trying to process the checkout for another guest who must be at the airport in 10 minutes. How would you handle the situation?"
QUESTIONS
(According to case above)
- For the job security guard or valet, develop five situational, five behavioral, and five job knowledge questions, with descriptive good/average/poor answers.
- Combine your questions into a complete interview that you would give to someone who must interview candidates for these jobs.